Service User Feedback Form

Service User feedback is a vital component of how Council monitors the success of our Aged and Disability service provision including Home and Community Care (HACC). Any feedback about our services or access to a service, are taken seriously and will not affect your eligibility. All feedback whether made anonymously or not, is dealt with fairly, promptly, confidentially, without retribution and in the strictest confidence.

Please note you can choose to provide feedback anonymously by not providing your details but then we will not be able to follow-up with you directly.

Privacy Statement: The personal information collected above will be solely used for the purpose of providing feedback to the HACC team. You can gain access to your own personal information by contacting Baw Baw Shire Council's Privacy and Freedom of Information Officer on (03) 5624 2411.

Name * (required)

Address * (required)

Post Code * (required)

Home Phone

Mobile Phone

Email

Preferred method of follow-up:

Phone callLetterEmail

Which program is your feedback about? (please tick as many as applicable)

The complaints Process

A successful relationship requires open, honest communication.

Client feedback is a vital component of how Council monitors the success of HACC service provision. Any concerns or complaints about a service, or access to a service, are taken seriously and will not affect your eligibility. All comments whether made over the phone or in writing are dealt with fairly, promptly, confidentially, without retribution and in the strictest confidence.Step one- Discuss your concerns/complaint with relevant Service Coordinator.Step two- If not resolved, the complaint is referred to Human Services Manager either verbally or in writing to:

PO Box 304, Warragul 3820

Phone: 03 5625 0214

Anonymous Feedback

Complaints, Comments and Compliments can be made anonymously via our Service User Feedback Form contained within information pack left after your last assessment or review or via our website. Alternatively you can call the relevant Program Coordinator and advise them that it is anonymous feedback you are providing.

Formal Complaints to Baw Baw Shire can be lodged by writing to:

Chief Executive Officer

Baw Baw Shire Council

PO Box 304

Warragul 3820

The complaint will be referred to a senior officer, who will review and investigate the circumstances of your complaint and keep you informed of progress and outcomes. If shown that we have mishandled a situation, or not met standards, we will acknowledge the mistake, apologise and correct the situation.

External Feedback or Complaints

If you are not satisfied with our service and/or complaint follow-up there are a number of external groups you can raise your concerns with.